Customer Experience Associate at Thirty Madison

| Remote
Sorry, this job was removed at 7:28 a.m. (EST) on Tuesday, December 14, 2021
Find out who's hiring in NYC.
See all Operations jobs in NYC
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
About Thirty Madison 

Thirty Madison is building the premier healthcare company for people with chronic health issues. Through our novel approach to care delivery, powered by our proprietary platform and brands built around specific chronic conditions, we combine the best of specialist-level healthcare with the convenience of telemedicine.

In just three years, we’ve built four brands on top of our platform: Keeps (for men’s hair loss), Cove (for migraine), Evens (for GI conditions), and our newest brand, Picnic (for allergies). We’re growing rapidly, recently raised a $140m Series C, and are backed by some of the best healthcare and consumer investors, including HealthQuest Capital, Mousse Partners, Bracket Capital, Polaris Partners, Johnson & Johnson, Maveron, Northzone, among others.

This year, we are honored to become Great Place to Work certified and be included on Built In's 2021 list of Best Places To Work in New York City, and Best Midsize Companies To Work For. This recognition is a true testament to our hardworking team and company culture. As we continue to grow, we pride ourselves on finding passionate individuals who truly embody our core values and mission each and every day.

The Role

We’re seeking a Care Specialist to represent our brand, Keeps, to our customers. As a direct-to-consumer, online-only brand, our team of Care Specialists are often the first and last interaction our customers will have with the brand and company.

In this role, you'll help customers quickly resolve issues and help us build internal processes to better serve our customers. This is an incredible opportunity to help build the first healthcare brand that people can love and to create an exceptional experience for customers across the country. Note: This is an entry-level position with a primary focus on customer service, working live and non-live contact channels.

The January 2022 hiring class is being hired in the Columbus, OH area exclusively. It is a remote role that requires a quiet, private work environment with high-speed internet at your home majority of the time (95%), while occasionally working from an office in the Short North Arts District (5%).

Some things you will work on: 

  • Field and respond to customer questions and needs via ZenDesk via email, phone, live chat, SMS, and social media
  • Troubleshoot issues with account management, shipments, billing, and more
  • Consolidate and report common technology issues customers face to the product and development team
  • Develop and implement initiatives to improve or automate processes related to CX and Operations
  • Be the voice of the customer during internal conversations
  • Find ways to raise the bar on customer experience, to ensure we’re always delivering the best possible experience to everyone

You should have: 

  • At least 1 year of experience in a customer-facing role
  • Aptitude and enthusiasm to learn the ins and outs of a fast-moving startup
  • Great written and verbal communication
  • Superb judgment, the ability to think quickly on your feet, and deep empathy
  • Proficiency in Spanish is a plus!

This is an Hourly role with a rate of $18.50 per hour

How we are managing through the COVID pandemic and its impact on our team?

These are unprecedented times and we understand COVID-19 is impacting everyone differently. Our primary goal from the beginning of the pandemic has been to ensure employee safety. We went from optional to mandatory work-from-home very quickly in early March, and we have told employees that they can work remotely through July 2021 to allow them to plan accordingly. 

We have also rolled out several initiatives to help our team successfully navigate the uncertainty associated with COVID-19. These initiatives have included providing funds for home office improvements, medical reimbursements, free meditation/mindfulness tools, mandatory “Me Days” away from work, company-wide Refresh days off, and fun opportunities to connect live with teammates each week (such as virtual escape rooms). We continue to examine different benefits, tools, and processes that best support our employees as we continue to work remotely and eventually begin transitioning back to the office.

Benefits for full-time Thirty Madison employees:
  • Competitive salary packages and career development opportunities
  • 100% coverage on many health, dental, and vision insurance plans
  • 401k with a match, commuter benefits, and FSA
  • Budget for the technology tools you need — whether it’s a laptop, monitor, or special software
  • Annual $750 vacation stipend and $750 wellness allowance

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Contact us to request accommodation.

*Please be aware that there are fraudulent entities who are claiming to be affiliated with Thirty Madison in order to trick job seekers into divulging personal information or making payments based on false representations while impersonating Thirty Madison. These entities solicit money and personal information under the guise of offering you a position with Thirty Madison. The scammers use many methods to perpetuate these scams, including using Thirty Madison’s trademarks on their correspondence to potential victims. Thirty Madison takes the safety and integrity of those seeking employment with us very seriously and we work cooperatively with our legal team, security department and local authorities to address this issue. If you receive a job offer that claims to be from Thirty Madison, please take steps to confirm that it is legitimate by reviewing the offer carefully and contacting Thirty Madison directly if you have any concerns at all. Please note that Thirty Madison will never ask you for bank account or credit card information, and Thirty Madison will not charge you money to apply for a job with Thirty Madison.*

Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • CircleCIFrameworks
    • JestFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • NestjsFrameworks
    • NextsjsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • KafkaDatabases
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • NotionManagement

Location

Thirty Madison’s office is just south of Midtown Manhattan, easily accessible from multiple subway lines and commuter rails, and just a few blocks from Madison Square Park.

An Insider's view of Thirty Madison

How would you describe the company’s work-life balance?

I really appreciate that Thirty Madison has tools put in place that show the company truly values work-life balance. We have monthly Refresh Days where the whole company is off, and we also have an annual vacation stipend offering $750 for people who take a full week off during the year, encouraging us to detach and take a vacation!

Michelle

People Business Partner

What's the biggest problem your team is solving?

"Infrastructure" can be an overloaded term. To me, Infrastructure is everything up, down and to the sides of the code that Engineers are writing. Our goal is to abstract those bits away, so we can guarantee safety, speed and reliability by default. That way Engineers can focus on building features that deliver value to our patients.

Lawrence

Engineering Manager

How has your career grown since starting at the company?

Thirty Madison has provided me with the opportunity to work with individuals who share experiences and expertise with one another daily. We are a savvy team that cares about employee development and self-growth. It is through collaboration and curiosity that I’ve become #bettereveryday both inside and outside of our organization.

Em

Learning and Development Specialist

What is your vision for the company?

Thirty Madison’s goal is to improve the lives of people with chronic conditions. For Cove this means to meaningfully help every migraine sufferer. We are here for our patients, whether they want to connect with a doctor or just be better informed. Migraine holds way too many people back in leading the lives they want to, and we need to change that.

Caroline

General Manager of Cove

What are Thirty Madison Perks + Benefits

Thirty Madison Benefits Overview

-Competitive salary, equity, and career development opportunities
-100% coverage on many health, dental, and vision insurance plans
-Pre-tax commuter benefits, 401k, and FSA
-Budget for the technology tools you need — whether a laptop, monitor, or special software
-Unlimited vacation days and annual $750 vacation stipend

Culture
Partners with Nonprofits
Thirty Madison partners with Non Profits such as the Arthur Ashe Institute for Urban Health to help the underserved get education and access to medical treatment.
Friends outside of work
Eat lunch together
Intracompany committees
Thirty Madison has committees for DEI, Future of the Office and Social, all comprised of volunteers that rotate during the year to make sure we are driving the right initiatives and events.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Thirty Madison provides a reimbursement for wellness expenses alongside a fully covered premium Calm app membership for mindfulness and meditation.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
During COVID, Thirty Madison provides up to $1,000 a month to cover incremental childcare and/or distance learning costs.
Generous Parental Leave
We provide 14 weeks of paid leave for the primary caregiver and 7 weeks of paid leave for the secondary caregiver with the option of a flexible return to full-time work.
Flexible Work Schedule
We're big believers in a flexible work schedule that takes both your needs and your co-workers' needs into consideration.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
More Jobs at Thirty Madison44 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Content
Operations
new
New York
Developer
new
New York
Data + Analytics
new
New York
Data + Analytics
new
New York
Data + Analytics
new
Remote
Developer
new
New York
Data + Analytics
new
New York
Content
new
Remote
Marketing
new
Remote
Operations
new
Remote
Developer
new
New York
Developer
new
New York
Design + UX
new
New York
Product
new
New York
Data + Analytics
new
Remote
Marketing
new
New York
Project Mgmt
new
New York
Product
new
New York
Operations
new
New York
Operations
new
New York
Operations
new
New York
Marketing
new
New York
Operations
new
New York
Operations
new
New York
HR + Recruiting
new
New York
Developer
new
New York
HR + Recruiting
new
New York
Developer
new
New York
Data + Analytics
new
New York
Operations
new
New York
Design + UX
new
New York
Developer
new
New York
Data + Analytics
new
New York
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Thirty Madison's full profileSee more Thirty Madison jobs